Fenmoor Specialty Underwriting / BB-Demo – Onboarding
Callcompleted
Fenmoor Specialty Underwriting: documents · 2024-07-30 16:00
Second onboarding call on 30 Jul 2024. A BB-Demo connector filter hid open claims tickets and is fixed. Callum Reid accepts he cannot show a syndicate this week and wants one clean, on-time week first.
What was said
What this says
Current to 10 Oct 26Second onboarding call on 30 Jul 2024. A BB-Demo connector filter hid open claims tickets and is fixed. Callum Reid accepts he cannot show a syndicate this week and wants one clean, on-time week first.
What happened: The CRM and helpdesk loaded, but the helpdesk connector pulled only solved tickets. Callie Brennan owned the error, changed the filter and re-indexed.
Customer view: Callum's test is whether he can show a syndicate this month. He prefers an honest later date to a demo that falls over, and said the onboarding is better than he expected.
Commercial: The sceptical senior underwriter checked an answer against the CRM and kept asking questions, which is an adoption signal. Wider user rollout is deliberately held until tickets are right.
Watch: The claims inbox approval sits with another admin, binder references are still free text, and refresh timing has not yet settled.
Themes
Current to 9 Oct 26Theme
Onboarding data quality, demo timing
Importance
neutral
Sentiment
mixed
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Callie Brennan to check open tickets at seven the next morning and message Callum Reid either way.
- Callum Reid to chase the claims inbox approval and send references for the five key binders.
- Callie Brennan to write the issued-folder rule into the setup note and send the second admin a half page.
Risks
Current to 9 Oct 26- The claims inbox approval is held by another admin, so the third mailbox is not loaded.
- Free-text binder references mean binder questions may be incomplete in a syndicate demo.
- Refresh landed at about quarter to eight once, so on-time delivery is not yet a pattern.
Opportunities
Current to 9 Oct 26- The sceptical underwriter checked an answer by hand and kept asking, a strong internal adoption signal.
- A second wave of users is ready to be added once tickets are right, and a syndicate demo is the goal.
- Handover to Daniel Okafor lets customer success start check-ins once the brain is live.
Transcript
Callum Reid NoneCallie, you there?
Callie Brennan NoneI am! Hello. Afternoon, Callum. Give me a second, my screen share's being awkward.- Callum Reid NoneNo rush. I've got a call at five so I'd like to be out of here promptly, if that's alright.
- Callie Brennan NoneThat's fine, we'll be done well before that. So, the plan for the hour, or the part of it we need. First, where the refresh got to. Second, what's wrong with the data and what I'm doing about it. Third, the users and the second admin. Fourth, what's left before I step back and write the setup note. Does that cover what you wanted from today?
- Callum Reid NoneMostly. What I need to know is whether I can show the thing to a syndicate this month. That's the question underneath all of it.
- Callie Brennan NoneUnderstood. I'll answer it directly at the end. So, the refresh. The CRM and the helpdesk both loaded over the weekend. The first run landed in the early hours on Sunday and the second one on Monday at about quarter to eight.
- Callum Reid NoneQuarter to eight. Not seven.
- Callie Brennan NoneNot seven, no. It's slower because I've been rebuilding the mappings between runs. It should settle once I stop changing things. Last night's one was in before seven, but I'd call that one run, not a pattern.
- Callum Reid NoneRight. I looked this morning and it was there. Which is why I'm asking.
- Callie Brennan NoneYou looked already? Good. What did you see?
- Callum Reid NoneSubmissions, fine, that's what I'd expect. Claims tickets, though. It's only showing closed ones. Anything open or pending, nothing. For me that's the wrong way round, it's the open ones the syndicates ask about.
- Callie Brennan NoneYes, I've found it. It's a status filter on the helpdesk connector, and the default was set to pull only solved tickets. Entirely my fault, I should have caught it when I checked the first load. What I've done is change it to take every status, and it's re-indexing now.
- Callum Reid NoneWhen's it done?
- Callie Brennan NoneTonight's refresh will have them. So tomorrow when you open it, the open and pending claims tickets should be there. I'll check at seven and message you either way.
- Callum Reid NoneGood. Message me either way. Don't make me come looking.
- Callie Brennan NoneI won't. Now, the more interesting bit. Since you've been in there, how did the syndicate values look? The export you sent was very helpful, thank you.
- Callum Reid NoneMy assistant went through it. There were a couple of duplicates, same syndicate typed two ways, and one that's just wrong. She's fixed the source.
- Callie Brennan NoneBrilliant, and that maps cleanly now. Before that fix, a question like 'show me open items by syndicate' would have split one syndicate into two rows, and you'd have been explaining that to a capacity provider.
- Callum Reid NoneI'd have been explaining it badly. Yes. Good catch.
- Callie Brennan NoneOkay, let me share the mapping sheet again so you can see what's changed since last week. The yellow ones are new. Binder reference, as we said, patchy. I've left it mapped but I've added a note on the field.
- Callum Reid NoneThat one's still free text for about half of them. I've told the team to use the field. It won't be fixed overnight.
- Callie Brennan NoneNo, and it needn't be. The brain will get better as the entries get better. What I'd suggest, and this is just a suggestion, is a short list of the binders you care most about and I can check those by hand so the first demo is right.
- Callum Reid NoneYes. The three big cargo binders and the two indemnity ones. I'll send you the references.
- Callie Brennan NonePerfect. That's the sort of thing I want from your side. Right, the mailboxes. The access for the submissions and bordereaux inboxes arrived, thank you. The claims one, I've still only got two of three.
- Callum Reid NoneThe claims inbox is a different admin. IT said they'd need the claims coordinator to approve. I'll nudge.
- Callie Brennan NonePlease do. I won't touch it until I have it in writing, same as before. In the meantime I've connected the other two through Microsoft 365, and the first load is running. I'll warn you, it's slow, there's a lot of mail.
- Callum Reid NoneHow slow?
- Callie Brennan NoneA couple of days to be through the back history, and then it's only the new mail each night. So it won't be complete by the end of this week, but it will be by early next week.
- Callum Reid NoneThat's a time. Fine.
- Callie Brennan NoneNow, shared files. I've indexed the bordereaux folder on SharePoint. Not the whole site, only the folders you gave me. It's picked up the monthly files, and this is where I need a decision from you.
- Callum Reid NoneGo on.
- Callie Brennan NoneThere are older versions of the same bordereau sitting next to the final one. Draft, revised, final, final-two. The brain can't tell which is the real one unless you tell it. Do you want only the latest by modified date, or only anything with the word final in the name?
- Callum Reid NoneHa. Neither is right, honestly. Latest by date is closer, but somebody sometimes opens one and saves it by accident, and the date moves.
- Callie Brennan NoneThat's a genuine problem, and it's not one I can fix with a setting. What about a rule on the folder? Anything in the 'issued' subfolder counts, everything else is ignored.
- Callum Reid NoneThere is an issued folder. People are reasonably good about it, because the syndicates get sent from there. That works. That's the one I'd trust.
- Callie Brennan NoneThen that's the rule. I'll write it in the setup note, in your words, so nobody changes it without knowing why.
- Callum Reid NoneCan we do users? I've been dragged into this by two of the underwriters already who want to be added.
- Callie Brennan NoneGo for it. Where are we? You've got the five pilot people, I can see them logging in. A few more have been in, I think a bit of curiosity. It's well under the forty you're licensed for, so there's no pressure on numbers.
- Callum Reid NoneThe sceptic's been the most active. Which I did not expect.
- Callie Brennan NoneHas he? What's he been asking?
- Callum Reid NoneMostly trying to catch it out. Asked it for the oldest open submission on one of his accounts and then went and checked it against the CRM by hand. It was right. He didn't say anything, but he's asked three more since.
- Callie Brennan NoneThat's the best sign you could have. Somebody who checks and then keeps going. I'd hold off adding the others until the claims tickets are fixed, if you can bear it, otherwise the first thing they ask will be a tickets question and they'll get half an answer.
- Callum Reid NoneYes, sensible. A few days. Then the next wave.
- Callie Brennan NoneAnd the second admin? Have you picked?
- Callum Reid NoneThe senior assistant, yes. I've told her. She's expecting something from you on what's involved.
- Callie Brennan NoneI'll send her a half page. What she needs to know, not everything. How to see if a connector's loading, how to refresh a credential, who to ring. That's about it. I'll copy you.
- Callum Reid NoneRight. What's left on your side? And what's the answer to my question? Can I show this to a syndicate?
- Callie Brennan NoneStraight answer. The submissions and tickets will be right by tomorrow morning, the files rule is simple, and the mailboxes will be through the back history early next week provided the claims access turns up. So I'd say you can show them something sensible once the first full week of refreshes has landed on time. I'd not show it before that. If you showed it on a day it was quarter to eight, it'd be fine, but you wouldn't know it was going to be.
- Callum Reid NoneSo not this week.
- Callie Brennan NoneNot this week. Possibly the week after next, and I'll tell you honestly as we get there whether I think it's ready. I would rather you saw it once and it was right.
- Callum Reid NoneAlright. It's not what I wanted but it's what I'd rather hear. I'm not going to promise the syndicate something and then have it fall over.
- Callie Brennan NoneQuite. Let me tell you where I think the risks are, so you're not surprised. First, the claims inbox access, because that's with somebody else. Second, the free-text binder references. Third, the refresh timing, which should settle. Nothing there is alarming, but those are the three.
- Callum Reid NoneUnderstood. And Daniel, he picks it up after you?
- Callie Brennan NoneDaniel Okafor, yes, he'll be your customer success contact. He'll want to meet you once it's live and set up the check-ins. I'll introduce you properly once the setup note's done, so he's got everything in one place rather than asking you the same questions I did.
- Callum Reid NoneGood. I hate repeating myself.
- Callie Brennan NoneLast bit then. One thing I want to leave with you is a habit. Every morning, look at one number: did it land before seven, yes or no? If no, write it down. If it's no three days running, that's when you ring me and we dig in. I'd prefer to catch that early than have the underwriters notice first.
- Callum Reid NoneI can do that. I'll get the assistant to do it, in fact, since she's the admin now.
- Callie Brennan NoneEven better. Right. Actions. You: the claims inbox approval, the binder references for the five that matter, and a word with the assistant about the half-page. Me: check the open tickets at seven tomorrow and message you, keep the mailbox load going, write the issued-folder rule into the notes, and send the assistant her half page. I'll send all that over in writing this evening.
- Callum Reid NoneThat's everything. Thanks, Callie. This is better than I expected, to be honest. Not that I'd say so on the record.
- Callie Brennan NoneHa, I'll take it off the record. Right, speak tomorrow, and I'll message you when the refresh lands. Thanks, Callum. Bye.
- Callum Reid NoneCallum out. Bye.
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